Technical Data

The protocols and standards supported

Protocols control the exchange of information between data terminal devices, and ensure that data is transferred without loss. They consist of conventions on data formats, timeframes and error detection and correction. An individual protocol controls specific functional areas. The exchange of data between the mrs server and the telephone systems is controlled by the protocols SIP, EDSS1, QSIG, TCP/IP and H.323, as well as CORNET and ABC-F as manufacturer-specific protocols, and the protocol stacks TAPI, CSTA and TSAPI.

Selected features

  • Integrated contact center for all types of media: phone, email, fax, text messages(SMS)
  • Automatic identification of incoming callers plus display of all relevant customer data (if integrated in mySAP CRM or Microsoft CRM 3.0, for example)
  • Flexible, automatic distribution of all calls and messages (ACD, AMD)
  • Interactive waiting fields with data entry option (via Automatic Speech Recognition (ASR) or DTMF)
  • Click to dial for perfect support of outbound activities
  • Integration of different locations and home offices
  • Integration into leading CRM systems
  • Freely definable group and agent settings
  • Freely definable threshold values for alarm functions
  • Generation of real-time reports and statistics by mouse-click
  • Customer-specific development / adaptation of the waiting fields
  • The ideal complement to helpdesk systems